Frequently asked questions about our move to Lazada

General

Q: What happened to the RedMart website and app?

A: RedMart is now on Lazada! From 15 March, customers can shop for their groceries and household essentials on the Lazada app. This means that only registered Lazada users will be able to shop at RedMart on Lazada, while new orders will no longer be accepted on the RedMart app or website. The RedMart app and website will gradually be phased out, and for a limited time, you can still log in to the RedMart app and website to view your pending orders and order history.


Making the Move

Q: I opted in to move my account on RedMart. What has moved and what has not?

A: On 15 March 2019, your past 6 months’ purchase history, order lists and cart contents will be moved to the new RedMart on Lazada. Due to data privacy laws, your payment and/or credit card details will not be part of our move to the Lazada Platform.

In addition, as a welcome gift, you can receive up to $25 in vouchers to shop on the new RedMart on Lazada from 15 March 2019 (terms and conditions apply).

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After our move to Lazada is completed on 15 March 2019, customers will need to have an approved payment method, or register a new one if necessary, to submit orders on the new RedMart. You will still be able to retrieve your purchase history and order lists on Lazada platform, the same as before.

Q: I opted in to move my account on RedMart, where can I find my vouchers?

A: You will be able to find your vouchers in Wallet > Vouchers on the Lazada app. Your $10 voucher is already available as of 15 March 2019, and subsequent vouchers will be deposited by 20 March 2019.

Making the Move

Q: Why are some of my recent orders missing?

A: If you had placed an order with a delivery date of 2 to 22 March 2019, your order history will be available on Lazada by 31 March 2019.

Q: I am a LiveUp member. Why are some of my credits missing?

A: If you had placed an order on the RedMart website or app with a delivery date of 2 to 22 March 2019, the rebates you earned on those orders will be available on Lazada by 3 April 2019.

For orders delivered before 2 March, your LiveUp credits would be in your Lazada account. Go to My Account > LiveUp, where you can see your LiveUp credits across both RedMart and Lazada.

Q: I missed moving my account before the deadline. What happened to my RedMart history? What can I do now?

A: You may use the “Access my RedMart” button to login to Lazada with your RedMart email and password. If the email address was not previously used by another Lazada account, your history will be available there.

However, if there was an existing Lazada account with that same email address, you need to choose a different email address to set up your account in order to preserve your RedMart history.

Nevertheless, you will still be able to shop for your groceries and household essentials on any Lazada account, regardless of whether or not your history has been preserved.

If you are a LiveUp member, please find more details here

Q: How can I tell if I have opted-in successfully?

A: If you had opted in successfully on RedMart prior to 6pm on 14 March 2019, you would have received a confirmation email from us. If you log in with the Lazada account you opted in with, you will be able to see your RedMart order history and lists there.

Q: How can I tell which email address I have used to opt-in as I have multiple accounts on Lazada and I cannot remember which one I used?

A: Please contact customer service using this link for us to assist you in checking which account you have chosen.

Q: I am having trouble logging into Lazada. Please assist.

If you have an existing Lazada account, you may try to reset your password. If your issues persist, please contact customer service.

Q:I did not choose to merge my RedMart Account with my Lazada Account. However, when I logged into my Lazada Account, I noticed that my RedMart history and information is available on Lazada, why is this so?

A: If you are a LiveUp Customer, we have automatically moved your account to provide you with the same shopping experience. For more information on the terms and conditions of LiveUp, please click here.


Making the Move

Q: Are RedMart promo codes applicable on Lazada? If yes, how do I use them?

A: If you have received a code from RedMart, it will only be applicable on purchases containing RedMart items. You may enter your promo code at checkout. Please ensure that promo codes will only apply when minimum spend amounts are reached on RedMart only items. This means that if your cart contains both RedMart and Lazada items, the Lazada items will not contribute to the minimum cart total for the RedMart codes to apply towards.

Q: How can I tell if the item I want to purchase is from RedMart?

A: Items sold and fulfilled by RedMart will be identified by a RedMart badge.

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Q: I used to buy products from my favourite specialty sellers on the RedMart Marketplace. I no longer see them. Are the products still available on RedMart?

A: Yes they are! We’re sorry that we are not able to display the name of the sellers prominently on the product summaries like we used to at this time. We’re working on bringing back this feature to you.

Nevertheless, these products are still carried by RedMart. You may identify them in the product details page.

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Q: Will there still be bundle deals available on RedMart?

A: Yes, bundle deals will still be available. In order to take advantage of these promotions, you may tap or click on the arrow that describes the promotion (e.g. “Buy 2 Save 15%)

Making the Move

By doing so, you will see the available products to create your bundle. Add your preferred items to cart. Please ensure that complete bundles are added to your cart in order for you to fully enjoy the promotions on them.

Making the Move

Q: There is a bundle deal with a free gift available. How do I ensure I get the free gift?

A: Similar to creating a bundle deal, you may tap or click on the arrow that describes the promotion (e.g. “Add free gift”)

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When creating your bundle, be sure to add your gift in the “free gift” tab to ensure that it is added to your cart at checkout. Please ensure that complete bundles are added to your cart in order for you to fully enjoy the promotions on them.

Making the Move

Making the Move

Q: What happened to all my lists on RedMart?

A: We migrated all your lists to Lazada. My Lists contain all items that you have bought on RedMart and items you have saved on RedMart. You may access My Lists within RedMart on Lazada.

Please note that you may not be able to remove items from your RedMart lists for the time being. We are working hard towards bringing that feature to you very soon.

Making the Move

Q: What is the difference between My Lists on RedMart and my Wishlist on Lazada?

A: Your Lazada Wishlist contains items that you have saved previously on Lazada. This will now  include items from Lazada or RedMart that you have saved to the Wishlist.


Making the Move

Q: I have some RedMart items in my cart. How do I check out with them?

A: You may select all RedMart items to check out with by selecting the check mark next to “RedMart”, or select only the items you want by selecting individual items. Items you do not check out with will remain in your cart.

Making the Move

Q: Can I check out with RedMart and non-RedMart items at the same time?

A: Yes you may check out and place one order including RedMart and non-RedMart items. You may also apply storewide vouchers to the entire cart to enjoy more savings.

Making the Move

Delivery fees apply to RedMart and non-RedMart items separately. Only RedMart items will count towards the $40 or $100 minimum order value for free RedMart delivery for LiveUp members and non-members respectively.

Please note that your RedMart order will be fulfilled separately from non-RedMart items and will arrive in a separate delivery. All RedMart items in the same order will continue to be delivered in one RedMart package by the same dedicated RedMart delivery reps.

Q: Can I still choose my 2-hour delivery slot?

A: Yes, you can choose your preferred 2-hour delivery slot at checkout. Once you’re on checkout page, click on the delivery option to select your slot.

Making the Move

Q: What happens to items that are not available  during my preferred delivery slot?

A: During checkout, items that are not available for your delivery slot will be added back to your cart after you check out. You may choose a different delivery slot for those items.

Making the Move

Q: How will delivery fees work?

A: There is no change to delivery fees for RedMart orders. Delivery fees apply to RedMart and non-RedMart items separately.

For RedMart items only, non-LiveUp members will enjoy free delivery above $100; LiveUp members will enjoy free delivery above $40.

Making the Move

Making the Move

Q: What will happen to the order that I recently placed on RedMart?

A: If you placed an order on the RedMart app for delivery between 2 to 22 March 2019, they will still be delivered as promised during your chosen delivery slot. Specifically for orders during this time period, you can check their status in the RedMart app or website.

Once your delivery is completed, we will move the record of this order to your chosen Lazada account. The details will be moved by 31 March 2019. If you are a LiveUp member, the rebates on those orders will be reflected in your account by 3 April 2019.

Q: How will I know if my order has been confirmed?

A: You will receive an order confirmation email from Lazada Singapore that you have a RedMart package available for delivery. You will also be able to track the status of your order in your Lazada account.

Making the Move

Q: Who will deliver my RedMart orders?

A: Your RedMart orders will continue to be fulfilled by our dedicated RedMart delivery reps in your chosen two-hour slot.

Q: Can my Lazada orders be delivered together with my RedMart order?

No. From 15 March, you will be able to combine your RedMart and Lazada orders on the Lazada app and check out at one go. However, your RedMart orders will continue to be fulfilled by our dedicated RedMart delivery reps in your chosen two-hour slot, while orders with other Lazada sellers will be fulfilled separately.

You can see the delivery dates for your RedMart and Lazada orders on the Checkout page.

Q: Can I still reserve my delivery slot?

While you can select your preferred delivery slot at check out, you will not be able to reserve it beforehand.


Making the Move

Q: How will I be charged for my RedMart orders on Lazada?

A: Orders placed on Lazada are processed for delivery once payment is made. This means that RedMart will no longer be able to place a charge authorisation on your card and process payment after delivery.

In the event a product is missing or damaged during your delivery, a refund will be made after your receive your delivery. For more information about the refunds process, please check out the Terms of Use of the Lazada Platform here.

Q: What happened to the credit card information I had saved on RedMart?

A: Due to data privacy laws, your payment and/or credit card details were not part of our move to Lazada. Please add your credit card information directly to Lazada to ensure that your data is secure. If you already have an account on Lazada, you can use the existing credit card information on Lazada to make your payments as per normal.

Q: How will payments show up on my credit card statement?

A: Upon check out, the full amount of the order will be charged to your credit card. If your order is solely made up of RedMart items, the charge on your bank statement will read “LAZADA REDMART”. If your order is made up of both RedMart items and Lazada items, the charge on your bank statement will read “LAZADA SINGAPORE”.

Q: I have rebates from my bank card for purchase under “Groceries”. Will this still be the same on Lazada?

A: If your order only contains items purchased from RedMart, it will be categorised as “Groceries”. This means that if you have added items that are not from the RedMart Channel, you will not be able to enjoy the same rebates offered from the bank.


Making the Move

Q: I was a LiveUp member on RedMart. What happened to my LiveUp account?

A: Your LiveUp membership will continue to be valid and your LiveUp Rebates on RedMart will be transferred to your LiveUp account on Lazada on 15 March 2019. For a limited time, you will be able to redeem these rebates for any subsequent orders on Lazada, including for non-RedMart items.

From 15 March 2019, your LiveUp subscription fees will be charged by Lazada, instead of RedMart. Please ensure that you have a valid credit card on your Lazada account to continue your subscription to LiveUp.

Q: Are there changes to my LiveUp benefits?

A: You will enjoy the same benefits as you did on RedMart: FREE delivery above $40, item discounts exclusive to LiveUp members and 5% rebate on RedMart items. If you checkout with a Citibank credit card, you will earn 8% rebate on RedMart items. You will also enjoy the same partner benefits.

Q: Where should I enter my credit card information?

A: You can add your credit card information in Account > My Payment Options > Add Credit/Debit Card.

Q: What will happen to my LiveUp subscription if I do not enter a valid credit card?

A: As you approach your membership renewal date, you will receive an email reminder with the option to add your credit card. If you do not do so by the end of your membership, it will be terminated.

Q: What is the expiry date of my transferred LiveUp credits?

A: The expiry date would be the same as what it was on RedMart. LiveUp credits are awarded after successful delivery, and expire in 30 days.

Q: What is the new LiveUp cap?

A: The LiveUp cap is $30 on Lazada.

For selected customers, we have temporarily increased your LiveUp cap to $60 until 31 May 2019. Please check your email to see if you qualify for this promotion.

Q: What happens to my LiveUp membership if I opt out?

A: Your LiveUp membership will continue until it reaches its expiration date when your payment is due. You may still enjoy the same RedMart benefits and the same partner benefits during this time. Your membership will not renew at the end of your subscription period.

Q: What happens to my LiveUp membership if I did not respond during the opt in window?

A: Your LiveUp membership will continue until it reaches its expiration date when your payment is due. You may still enjoy the same RedMart benefits and the same partner benefits during this time.

If you wish to continue your LiveUp membership for another year, please ensure that you add a valid credit card to your associated Lazada account.

Q: How do I get my LiveUp rebate?

A: Your rebate will appear once all your items of that order have been successfully delivered. Please allow up to 48 hours after delivery to update customers’ account. LiveUp rebates are automatically used to offset the next order. There is no option to use the rebate later.


Making the Move

Q: I have used my $10 opt in voucher and missed the expiry date of subsequent $5 voucher. Will I receive the remaining vouchers?

A: Unfortunately, we are not able to honour vouchers that are expired. Please be sure to check the expiry dates carefully and use them before then.


Q: Can I use my LiveUp rebates and RedMart/Lazada voucher at the same time?

A: Yes you may.

However, please note that if the total value of your voucher and rebate discount is the same or greater than the subtotal of your cart, only the voucher will be applied. Your rebates will be preserved to be used on a future order.

 Q: What happens if I cancel an order that I applied a voucher to?

A: If you initiate the cancellation on your entire order, then that voucher code will be reinstated. If the voucher was originally available in your wallet, you will be able to see it in your wallet again and use it for a future order, provided it has not yet expired.

 Q: I used a voucher on my order, but some of the items were not available at delivery. Why did I not get a full refund on the products I did not receive?

A: In case of a refund on selected items in your order, the refund value of the item will be adjusted based on the applicable shipping fee and voucher(s) applied.

 Q: Can I use Lazada vouchers when making a purchase on RedMart?

Yes, Lazada platform vouchers (meaning those which can be applied to any/all sellers on Lazada) can be used to make purchases on RedMart. However, other seller vouchers cannot be used to get discounts on RedMart products.

 Q: Can I use RedMart voucher and other collectible vouchers at the same time?

A: No. At this time, RedMart voucher codes cannot be combined with collectible Vouchers. We are working hard to build this feature to allow you to enjoy multiple promotions when you check out.

Q: I had some credits in my RedMart account that were not LiveUp rebates. What will happen to them?

A: If your account has been moved from RedMart to Lazada, you will receive a voucher code for the same amount of credits you had remaining in your account in your Lazada Wallet.

If you opted out of the move or did not respond, you will receive a refund to your original payment mode.